Lead Travel Consultant

1 week ago

Sandton, South Africa RMV Solutions Pty Ltd Full time
Job Overview

Position Summary

The primary role involves managing product bookings and orchestrating scheduled travel experiences, with the goal of exceeding expectations for both clients and suppliers.

Key Responsibilities

BOOKING MANAGEMENT

  • Oversee reservations for planned tours and transportation services.
  • Process bookings from various internal and external channels, including B2B and B2C.
  • Facilitate operations for shared transport tours.
  • Engage with diverse client segments, including international agents, local operators, and direct online consumers.
  • Collaborate with service providers such as hotels, excursion companies, tour guides, and transport services.

EMAIL MANAGEMENT

  • Organize, respond to, and archive emails from designated inboxes on a daily basis.
  • Maintain adherence to response time standards.

WEBSITE INTERACTION

  • Provide timely assistance to customers navigating the website.
  • Follow established protocols during live chat interactions.

PRICING AND QUOTATIONS

  • Gain a comprehensive understanding of pricing structures for day tours and transfers.
  • Follow departmental guidelines for quoting.
  • Be aware of financial and operational elements influencing tours.

RESERVATION PROCESSES

  • Confirm and secure bookings for tours, airport transfers, day excursions, and charter requests.
  • Monitor group sizes to avoid overbooking.
  • Convert provisional bookings within the specified time frame.
  • Manage supplier allocations and comply with reservation protocols.

FINANCIAL MANAGEMENT

  • Negotiate terms with suppliers.
  • Calculate costs and selling prices for tours.
  • Track tour profitability and ensure precise invoicing.
  • Submit invoices to suppliers promptly and follow departmental guidelines.

CANCELLATION AND REFUND MANAGEMENT

  • Understand cancellation policies and relevant travel regulations.
  • Follow procedures to minimize cancellation fees.
  • Manage cancellation fees and refunds with both suppliers and clients.
  • Process cancellations and refunds as necessary.

PRE-TOUR PREPARATIONS

  • Prepare for tour dispatch and accommodation arrangements.
  • Ensure all details are verified prior to departure.
  • Coordinate rooming lists, alternative lodging, and tour guide assignments.
  • Confirm transportation, optional excursions, and guest travel needs.

DURING TOUR SUPPORT

  • Assist guests with issues and lost belongings.
  • Check in with tour guides to resolve any challenges.
  • Document any negative impacts on the tour experience.
  • Manage last-minute travel requests.

CUSTOMER SERVICE

  • Uphold service standards and communicate effectively.
  • Respond promptly to inquiries and provide destination information.
  • Promote additional services and ensure accurate documentation.
  • Handle emergency situations as required.

INCIDENT REPORTING

  • Report incidents in a timely manner and take necessary actions.
  • Document incidents and complaints according to procedures.

SALES INITIATIVES

  • Propose additional relevant products and follow up on quotes.
  • Understand sales strategies and objectives.

PRODUCT MANAGEMENT

  • Monitor feedback and escalate issues to the Product Development team.
  • Update product information and familiarize with tour itineraries.


Qualifications

Education and Experience

  • High school diploma required.
  • Travel & Tourism qualification preferred.
  • In-depth knowledge of regional destinations and Southern Africa.
  • Proficient in online booking systems.
  • Minimum of 3 years experience in Group Series Tour consulting.
  • Familiarity with Tourplan is a plus.

Skills

  • Excellent communication, problem-solving, and organizational abilities.
  • Capability to negotiate, make decisions, and collaborate within a team.
  • Proficient in Microsoft Office Suite.
  • Strong understanding of the tourism industry and logistical operations.

Compensation

The salary for this position is competitive and based on experience.



About RMV Solutions Pty Ltd

RMV Solutions Pty Ltd is dedicated to prioritizing its people, customers, and suppliers by delivering exceptional quality, service, and value. The company strives to infuse each customer interaction with the unique essence and magic of Africa, aiming to become the leading integrated tourism group in Southern Africa with a robust international presence in sectors where it holds a sustainable competitive advantage.

Areas of Expertise Include:

  • Destination retail
  • Global sports event management
  • Duty-free retail operations
  • Destination management
  • Hotel and lodge management
  • Airport retail and activity management
  • Online corporate travel management

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